UNIT 2

LETTER WRITING
BUSINESS CORRESPONDENCE

SECTION A:
COMPOSING SUCCESSFUL LETTERS
A LETTER TUTORIAL I: STYLE
A winning letter is no accident. Careful letter writers know that what they say and the
way they say it will turn a recipient on or off. Its almost frightening to think that so much hinges
on a piece of paper. Every time someone reads a letter you write, he or she forms a mental
picture of you. If youre a skilled correspondent, that picture may suggest someone who is
intelligent, perceptive, sensitive, careful, knowledgeable, persuasive, understanding, and reliable
person. If your letter habits are sloppy, however, the reader may be somewhat less generous in
painting your portrait.
A successful letter has several key ingredients. Certainly, it has to look good. Smudges,
wrinkles, typographical errors and other blemishes wont do much for your reputation as a neat,
careful worker. The format you use will tell the reader whether you are a conservative, modern,
formal, or practical person. One of the most important ingredients is also one of the most
troublesome: language. Everyone likes to sound intelligent, but some writers fear that simplicity
is a mark of stupidity. Although the opposite is actually true, they latch onto long, cumbersome,
pompous words, ever reaching for new heights of absurdity.
Instructors often recommend that you follow the golden rule of letter writing: Write unto
others as you would have them write unto you. For instance, do you like people who:
Get to the point?
Present their facts logically?
Sound friendly without being insincere?
Use concrete, specific words?
Know their subject?
Avoid bias and prejudice?
Understand your needs and interests?

These points form the basis of successful letter writing for all social and business
correspondents.

TASK SHEET 1:
Here are two letters to a bank manager. Compare tem and say which one you prefer. One
contains mistakes of style. Can you identify them?

Dear Mr. Johnson,

Dear Mr. Johnson,

I have been working as a librarian

for three years at the Central
Records Office , but I do not feel
that I wish to make this my career.

As you probably know, I have done

about three years as a librarian at
the Central Records Office, just
round the corner from your bank, in
fact, but I do not really think it is
the sort of job I can do much
longer.

A friend recently told me about a

course that the Oxford Business
School offers, and it sounds most
interesting. I am told that
employers respect this college and
its diploma.
In order to follow this course I
would need a loan of approximately
200. could I make an appointment
with you to discuss the possibility of
this?

Anyway, I was at this party the

other day and I met a friend and he
told me about a great Course you
can do at the Oxford Business
School and my brother thinks I
would get a good job if I did it.
Do you think I could come and see
you, and talk about a bank loan?
About 200 would be enough.

I look forward to hearing from you.

Yours sincerely,

Im looking forward to your letter. I

hope you will say yes.

Alex Forrester

Yours sincerely,
Alex Forrester

TASK SHEET 2:
Read the following letter. Why has it been written? If you were Andrew Barrister what
would you do? Rewrite the letter in a formal style. As you rewrite it. Consider the following
features:

contractions
use of slang and phrasal verbs
use of intensifiers
use of active and passive
punctuation

Dear Mr. Andrew Barrister,

I am writing on behalf of the residents association to let you know of our feelings regarding your
attitude. Weve really had just about enough of you! Although weve tried to speak to you civilly on
tasjhjhjhkjhkhkh
various occasions youve acted as though we were your enemies and even responded with a stream
of verbal abuse.

TASK SHEET 3:

Ever since you moved in, two months ago, you have shown very little consideration for the other
residents of this building, despite our numerous complaints. For the past three weeks in a row,
youve held extremely noisy parties which have not finished until the early hours of the morning.
Its just not on! As you were told, most of the people here are elderly or have very young children,
and the noise keeps them awake all night! You dont have to be so noisy, do you? Last weekend, the
situation deteriorated further when three of you friends were involved in a fight on the second floor.
The disturbance was so bad that we had to call the police! Whats worse, your mates left the
building in a terrible state they smashed one window on their way out! we feel that this type of
behavior is intolerable!
We strongly recommend that you arrange full payment for the damage they caused. If you dont and
you carry on being a pain in the neck, well kick you out! legal steps will be taken if necessary.
Yours very truly,

TASK
3:
AngelaSHEET
Red

TASK SHEET 3:
Here is a definition of style provided by E.B. Whites book: The Elements of Style. Read
it and then try to match the adjectives from the box, that best describe the style and tone of
the sender, with one of the paragraphs below; sometimes more than one adjective may be
used.
All writers, by the way they use the language, reveal something of their spirit, their habits,
their capacities and their biases.
( E.B. White - The Elements of Style )

cumbersome
threatening
insincere
tailored

concise
pleasing
friendly
rude

conversational
accusatory
impersonal
formal

confusing
tactful
laborious
fraudulent

pretentious
sugary
deceiving

a) You are one of 50 million very, very special, discerning individuals to receive this
once-in-a-lifetime offer to purchase a brand new car.
b) Here is the information you requested on March 3, 2001.
c) I deeply appreciate your wonderfully kind and generous offer to assist our company.
d) You must send us the booklets without fail by January 17, 2001!
e) Thank you for letting me know that my second installment is past due.
f) Having considered all the current applications for the part-time summer employment, we
regret to inform you that your name has not been included among those selected.
g) I received your report concerning the new distribution plan for our eastern district and
would like to clear up a couple of things right now.
h) We would like to send you a free-hand-crafted crystal vase to introduce you to our new
line of products. This lovely masterpiece will be on its way to you the moment we
receive the enclosed certificate with your signature and your subscription to our monthly
catalogue.
i) If your decision is an example of the intelligence and foresight of your bank, I have no
interest in doing business with either you or your bank. Next week I am going to close
my checking account, cancel my Visa and MasterCard and take my business elsewhere.
j) We were very sorry to learn that you were not satisfied with the blouse purchased during
our Merry Easter sale. Unfortunately, our store policy prevents us from accepting returns
or making refunds on sale merchandise.

TASK SHEET 4:
Go back over the paragraphs above and try to rephrase those statements that show inconsistencies
of style and/or tone.

TASK SHEET 5:
Here is a jumbled letter of complaint without an opening or closing paragraph. Put it in the correct
order and paragraph it appropriately. Which of these opening and closing paragraphs do you think
is the best appropriate?
OPENING
1. I am very angry and fed up with this
situation and being a one-single parent
student I do not have much money anyway.

CLOSING
1. Please help me as soon as possible,
because all my colleagues and friends
told me how much that style of shoe
suited me.

2. The time has come when I have really had

enough of all this bad workmanship
together with the bad service you have to
take as a consumer in this country.

2. I hope to hear from you soon and I shall

be glad if you take this matter up with
the staff concerned and ensure that the
situation improves.

3. I feel I must complain to your office about

the service I have received from both your
shop assistants and your office staff.

3. So get in tough soon or else they will

cause you a lot of trouble.

1. There I was told that I could have another pair of shoes, but that particular style was unfortunately
out of stock.

2. Not only that, but they began to leak in rainy weather.

3. I told the shop-assistant that I did not want to choose another style and that I particularly wanted
my money back.

4. However, after only two weeks, I had to have them re-heeled.

5. Since then I have written to you for three times and have even tried to phone you on several
occasions, but I have received no reply yet.

6. The shop-assistant informed me that he could not do this and that if I wanted a refund I had to
address to your office.
7. This organization often prosecutes shops that sell faulty goods.
8. If you do not answer my letter in two weeks I will contact the Consumer Agency Office to solve
my problem.
9. For a pair of shoe at this price, I expected them to last sever years.
10. I took them back to the shop the moment I have noticed they were faulty.
11. Last week, I bought a pair of shoes from your London street branch.
12. They cost 40, which I do not think is cheap.
13. I am very disappointed with your services.

TASK SHEET 6:
Set out and punctuate the following formal letter correctly. Divide it into paragraphs
whenever necessary.

14 chesnut st durham 19 june 2001 globe furniture 258 henly st london dear mr garret I
recently ordered from you a set of four French dining room chairs and an Italian coffee table
both of which were advertised in the march edition of home and gardens magazine they
arrived as promised but unfortunately they were damaged the coffee table had one of its legs
broken and the backs of the chairs were scratched I understand these items are under
guarantee could you please tell me what I should do I look forward to hearing from you
yours sincerely robert carrington
.
.
.
.
.
.
..

..

A LETTER TUTORIAL II: PARTS OF A LETTER

Attention Line. Used in letters addressed generally to a firm so that if the person
mentioned in the attention line is absent, someone else will open the letter. Place it two lines
below the inside address flush left. (On an envelope place it left of the address block on any line
above the second line from the bottom of the address or immediately beneath the company name
within the address block.)
Body. Message portion of a letter usually beginning after the salutation or subject line.
Paragraphs are single-spaced, with a line space between them, and are intended to flush left,
depending on the format used.
Complimentary Close. A signoff line such as Sincerely yours, typed two lines below the
last line of the last paragraph.
Continuation Page. Any page after the first page of a letter. The word continued or the
abbreviation cont. should not be placed at the bottom of the first page of a letter. The heading on
a continuation page consists of the addressees name, the date and the page number. It may be
positioned across the top of the page on one line or stacked flush left.
e.g. Richard Dice
May 13, 2001
Page two
Copy Notation. Indicates where copies are being sent. A regular copy notation (cc for
carbon copy; pc for photocopy) is placed on the original and all copies. It specifies who will
receive copies of the letter. A blind-copy notation (bcc) is placed only on that particular copy and
on your file copy. It is used when you dont want the addressee to know youre sending a copy to
someone else. Notations are positioned flush left two lines below the enclosure notation (if any)
or the identification line.
Dateline. The date the letter is prepared. It is positioned at the top of the page two or
more lines beneath the letterhead. The traditional business and social style is e.g. August 7, 2001.
Enclosure Notation. Indicates material enclosed. The notation is placed at the bottom of
the letter two lines beneath the identification line. Various styles may be used: Enclosure; Enc.;
Enclosures; Encs.; Enclosures: Brochure, Catalog; Under separate cover: Book.
Identification Line. Indicates who dictated and typed the letter. The identification line is
placed two lines below the signature flush left. Initials may be omitted on the original but should
appear on each file copy. The dictators initials may also be omitted when the name appears in
the signature line. When all initials are given, those of the person signing the letter appear first,
followed by those of the typist (FRJ:SM:ag). Use all capital letters for the dictator and signers
initials.

Inside Address. The name and address of the person to whom the letter is being written.
The inside address is placed flush left two or more lines below the dateline. In the official format
it is placed two lines below the last line of the signature. When the addressees name is
unknown, use a job title such as Manager if known. When the addressees name is known, omit
the job title if it would make the address run over four lines.
Mail Notation. Instructions for special class or treatment of mail. Place notations such as
Special Delivery above the inside address only on copies. (On the envelope, place the notation
about two lines below the postage.)
Personal or Confidential Notation. An indication that the letter is to be opened only by
the addressee. Place the notation beneath the dateline or flush left, two to four lines above the
inside address. (On the envelope, position the notation, in all capital letters, to the left of and two
lines above the address block.)
Postscript. Used for comments unrelated to the message of the letter but not for remarks
you neglected to include in the body. Place it beneath the last notation and place the senders
initials immediately after the last word in the postscript.
Reference Line. A designation of file or order numbers (Your ref. 658942; Our file
57XY-689). A line such as Please refer to or In reply please refer to may be printed just beneath
the letterhead address; otherwise, insert the reference two lines beneath the dateline.
Salutation. A greeting to the recipient. It is typed two lines below the inside address flush
left.
Signature. The name and title of the person writing the letter. Place it four lines below
the complimentary close:
Formal

Informal

Respectfully
Respectfully yours
Yours truly
Yours very truly
Very truly yours
Very sincerely yours
Very cordially yours

Best regards
Best wishes
Cordially
Cordially yours
Regards
Sincerely
Sincerely yours
Warmest regards
Note: Informal closes are appropriate in personal and business correspondence. Formal closes are used

in legal, official and other formal correspondence.

Subject Line. Identifies the topic of the letter. Place it two lines below the salutation.
Although attorneys use the words In re or Re, other writers use the word Subject or follow the
contemporary practice of omitting any such introductory word. Do not underline the subject
although you may write it in all capital letters.

SECTION B: BUSINESS CORRESPONDENCE: A TYPOLOGY

ANNOUNCEMENTS public or formal notice announcing something, mainly an event.
Depending on the type of announcement to be made, you might use one of several
formats: letter, memo, news release, bulletin, card, brochure, invitation and so on.
If huge quantities are needed, you could have the announcement printed.
But if only a limited number are needed, you might type and photocopy the message or
prepare it by computer and print out the required number of copies.

New Policy. Businesses change policies or procedures from time to time, and such changes may
be announced by letter to clients and customers or by memo to in-house personnel.
Dear Ms. Whitley:
We are happy to announce that beginning July 1, 2001, the Happy Hikers Manufacturing Company will
offer preferred customers like you a choice of a full refund or credit on any order placed with us. If you
are dissatisfied with a shipment, whatever the reason, all you need to do is return it, and we will credit
your account or forward your refund promptly - no questions asked.
Next week our representative Arthur Appleseed will call you with more details about the savings and
convenience that our new policy will provide for you.
We want you to know how much we appreciate all of the orders you have placed with us in the past and
we are eager to help you any way we can in the future.
Cordially,

Price Increase. No one likes bad news, so it helps when it doesnt sound so bad, when the action
appears justified and when you seem to be as concerned as ever about the recipients welfare.
Dear Mr. Flatly,
Although we have been able to maintain constant pricing for many years, we find that because of an
increase in our transportation costs, we must unfortunately make a small increase in the price of our future
line of wooden products. These new prices, shown on the enclosed price list, will go into effect on
June 1, 2001 and will apply to all orders received after that date.
We appreciate having you as a customer and hope that we will continue to be able to fill your needs in the
months ahead.
Sincerely,

APOLOGIES a written expression of ones regret, remorse or sorrow of having insulted,

failed, or wronged another.
Policy Restriction. You shouldnt have to apologize for your companys policy just because it
doesnt appeal to someone else. However, if the policy-even a good one- causes dissatisfaction to
a client or customer, its good public relations to show sensitivity and concern that youre unable
to help. In other words, youre not being critical of the policy; youre simply sorry that it, like
most regulations in life, cant be all things to all people.
Dear Mr. Redford,
Although we wish that we could make use of your excellent educational background and job
experience, it is company policy to promote from within our organization. Therefore,
the supervisory position you mentioned will be filled by a candidate from our secretarial staff.
We certainly appreciate the interest you have shown in our company and suggest that you
contact our personnel office to discuss other staff openings that may be of interest to you. In
the meantime, we will keep your name on file and notify you of any change in our policy that
might occur later.
Thank you very much for contacting us. I wish you much success in finding a challenging and
rewarding position.
Sincerely,

Poor Service. Car Dealers, motels and other businesses sometimes provide brief, fill-in-the-blank
or checklist-style survey forms to customers on which they can report problems they encountered
in dealing with the firm. If a customer reports that service was unsatisfactory or worse-your
company should immediately send a thoughtful letter of apology and an assurance that the
problem is being corrected.
Dear Mrs. Morrison,
Thank you for sending us your comments on our service report card. We appreciate your letting
us know that your instructions were not followed concerning the use of 20-50 rather than 15-40
motor oil.
This problem of using another grade of oil has been brought to the attention of our Service
Department. Although our service personnel normally follow our customers preference-or
explain why this can not be done-it seems that the mechanics were understaffed that day, and
apparently, this oversight occurred as a result. However, you are quite right in pointing out this
problem to us, and we want you to feel free to return at your convenience to have the oil
changed to the grade of your choice without charge.
Please accept our sincere apologies and our assurance that we have taken steps to see that you
receive the best service possible in the future.

APPOINTMENTS
Sincerely yours,

APPOINTMENTS
For some people, a day at the office is an endless succession of meetings. Arranging all
of the appointments is often a secretarial duty. Although plans can be made by telephone, they
are usually confirmed by letter (when time permits). The appointment letters or responses to
them may be the first thing a prospective client or customer sees from your company, so to make
a good impression it is important that the letter be clear, accurate and courteous.
Since appointment letters include details such as time, place and date, they have to be
precise. They also should be sent in time for the recipient to respond and comply with the
suggested arrangements.
Making Appointment. When executives have out-of-town business, arrangements must be made
in advance. Either a telephone call (confirmed by letter) or a letter such as the following example
can be used to set up appointments. Indicate whether you want the reader to reply by telephone
and include your number.
Dear Mr. King,
Richard Hill, vice-president of production at Constructive Toys will be in Chicago on Tuesday,
March 19 and would like to arrange a tour of your plant while he is here.
Would it be possible for him to visit your facilities sometime during the morning on Tuesday?
Please let me know what time would be convenient.
Thank you very much.
Sincerely,

Refusing Appointment. Have you ever met someone who stubbornly wouldnt take no for an
answer? Since you never know when you may need the person or the service in the future, it
might not be wise to be insulting or order the person out of the office. This is a time to practice
restraint and say no firmly but nicely.
Dear Mr. Smith,
Thank you for letting us know that youll be available next Monday morning and would like to discuss
your temporary-help service with Ms.McKenzie.
As Ms.McKenzie has previously indicated, we are very pleased with our present arrangements for
temporary help and definitely will not consider any other services in the foreseeable future. Therefore,
she has asked me to let you know that a meeting would not be at all helpful to either of you at this time.
We appreciate your interest, however, and thank you for writing.
Sincerely,

COMPLAINTS
A letter of complaint should provide all the details concerning the problem you experienced and
indicate what type of action or adjustment you expect. The tone and language should be
reasonable and unemotional. If you rant and rave, the reader may label you as a complainer and
decide that your letter should be dismissed as irrational and unreasonable.

In your letter of complaint dont forget to include the following:

the circumstances and the details of the original transaction (i.e. name of the item
that you purchased)
where you bought it
the invoice or receipt number
how much it cost
the reasons for your complaint
what action you wish them to take

Misunderstanding (Billing). You can count on money being the cause of many complaints. One
thing that especially irritates people is being billed for more than they expected. If you were
quoted less, a complaint is fully justified.
Dear Mr. Berry,
Im returning your invoice 568975 because it includes a charge that was not mentioned in
your telephone quote of September 7, 2000.
Our company needed air-conditioning duct cleaned and repaired. During our telephone
conversation you quoted a total cost of $28 an hour and an estimated completion time of
two hours. The bill, however, states that work was charged for one service repairperson at
$28 an hour and one trainee at $14 an hour, both working two hours. We did not agree to
pay more than $28 an hour and had no need for a trainee in any case. Even if we had agreed
to pay an additional $14 an hour, there was room for only one person to work and the
trainee merely stood nearby and observed. In view of your firm quote of September 7 and
our acceptance of those terms, we are requesting that you send a corrected invoice of $56
($28 an hour for two hours).
The work, incidentally, was satisfactory, and well be happy to send you our payment as
soon as we receive the corrected invoice. Thank you very much.
Sincerely,

Unreliable Supplier. Businesses that depend on deliveries to operate can be seriously

handicapped when suppliers are unreliable. Late deliveries make it impossible to fill orders for
customers on time, and that means lost income.
Dear Mr. Summer,
For the fourth time in the past two months customers have told us that they can no longer
wait for supplies they had ordered. This has been a result of the late deliveries we have had
from your warehouse.
Under the circumstances, we must cancel our recent purchase orders no. Y235478 and
no. Y245479, both contingent upon delivery by May 1, 2001. In each case, delivery is
already several weeks late and customers have in turn canceled their order with us.
We hope that these delivery problems will be solved very shortly. The loss of customers is
very serious to us, and we are heavily dependent upon a regular and reliable source of
supply to serve our community.
Sincerely,

Bad service.
17 Clarence Road
London W14 9GP
25 April 2000
The Managing Director
The Technology Center
132 Downey Hill
Dear Sir,
I am writing to complain about a faulty computer I bought in your shop and also about your
inadequate after-sales service.
On 23 April I went into your shop to look at portable computers. I decided to buy a Peony 386SX
because your sales assistant informed me, incorrectly, it would be reliable.
When I tried to operate my new computer at home it did not work. I have not dropped it nor
mistreated it in any way. All that appears on the screen is a message saying: Error reading: Hard
disk. The instructions manual is totally unhelpful on this point.
I phoned your store to ask for assistance early this morning, and again at intervals throughout the
day, but I only got a recorded message. I am leaving the country at the end of this week so I do not
have much time to sort out this problem.
I should be grateful if you could arrange either for a technician to come and put the fault right, or for
a substitute computer to be delivered to me immediately.
Yours faithfully,

REMINDERS - special type of follow-up message intended to jog someones memory by

restating facts. (e.g. date, time and place in regard to an appointment)
Demonstration. If you believe that a salesperson didnt take some expression of interest on your
part seriously, send a brief letter reminding the person that you are still expecting a call.
Dear Mr. Logan,
In November last year I expressed an interest in the Canon 2000 copier for our office. You mentioned
that a new, improved version would be in shortly and that you would call me to arrange a
demonstration. Although I havent heard from you, I was wondering if you now have the new
Canon 2000 on the floor. If so, I would still be interested in arranging a demonstration.
Please drop me a note or telephone me at 672-306606 as soon as you can arrange a private
demonstration for me.
Thank you very much.
Sincerely.

Request. If you asked someone to do something and never received a reply, you can briefly
summarize your original request in a letter or, if it was too detailed, refer to it in you reminder
message and enclose a copy of the original letter. Either way, if the persons failure to act is
causing a problem, point this out politely. It may prod the individual to pay attention.

Dear Mr. Robertson,

Four months ago we sent you a change of address for all future payments on your account. However,
our bookkeeper recently let me know that your checks are still being sent to our old address now an
abandoned building and that she has sent you several reminders of our new address since then.

RESERVATIONS

We are concerned that some of your payments may go astray if they continue to be sent to the
abandoned building. Since they involve substantial sums of money, I am sure you would not want that to
happen. Perhaps you would like to alert the appropriate person in your office to change the address
immediately before mailing any more payments.
Thank you very much, Mr. Robertson. It is always nice to hear from you and we want to be certain that
nothing interferes with your mail.
Cordially,

REMINDERS
You need to make reservations for anything that has limited availability or capacity or
anything that requires advance preparation for use transportation, rooms, meals and so on. If
you dont know the details such as rates, you may have to ask for information before making the
reservation.
After youve made the reservation, you may have to cancel or change it.
Cancellation (Company Account). A large company may have an in-house travel department to
make travel arrangements for employees, or it may work exclusively through an outside agency
with which it has an account for charging travel arrangements. The agency then bills the firm
monthly or according to some other routine schedule. To cancel reservations with this type of
arrangement, you need to remind the agent to credit the companys account.
Dear Ms. Belinda,
I would like to cancel the air reservation I made on May 25 for Morgan Quinn, advertising manager at
The Chemical Corporation. The reservation was for first-class space on Regional Air flight 303,
leaving Tulsa fro Phoenix at 11:30 a.m. central time.
I am returning the ticket you sent last week. Please credit our company account number 256-F5689711
for the ticket charge of $200 and send a confirmation slip to me in suite 82.
Thank you very much.
Sincerely,

Confirmation. When you are on the receiving end of a reservation request, you may be asked to
confirm it, or it may be your policy to confirm everything in writing whenever there is time.
Repeat the essential facts of the reservation, offer to provide anything else the customer might
need and include an expression of appreciation.
Dear Mrs. Carlson,
Thank you for your dinner reservation for eight for Sunday, May 24, at 8 p.m. in our Blue Room.
We will be happy to provide a choice of cocktails, house wine and our special menus, including
asparagus soup, the main course, salad, chocolate mousse and regular or decaf coffee. As you
requested, the charges for the evening, including gratuity, will be placed on your company account.
If there is anything additional we can to make your evening more enjoyable for you and your guests,
please let us know.
Sincerely,

SALES
Sales letters are intended to stimulate an immediate sale. Promotional sales messages are
meant to stimulate interest, with the hope that this will eventually lead to a sale. Both are crucial
aspects of a good sales program.
Often the message begins with something that catches the readers attention. It provides
adequate information to interest the reader, emphasizing key features and appeals to something
the reader wants (e.g. security, prestige).
In closing it tells the reader what to do, encouraging immediate action. Easy-to-complete
forms, postage-paid reply envelopes and other conveniences and incentives are used to make it
easy for a reader to reply.

Advertising. Books, magazines and other publications that carry advertising use cover letters to
accompany their rate cards and other advertising information. When the enclosures contain rates,
specifications and a sales message, the cover letter can be brief (compared to other sales letters).

Dear Printing Professional,

A completely updated edition of the Printers in America Directory will be published in May 2001 and
it is time to plan your advertisement for the next edition.
PAD is the only annual source of detailed, up-to-date information on the printing industry. For this
reason, PAD is consulted daily by decision makers and represents the best medium for your
advertising dollars.
Space in PAD will give your printing operations daily exposure for a full year, putting your name right
before the countless buyers of printing and related services.
Use the enclosed media kit to help you select your space in PAD 2001. To confirm your reservation
immediately, call 831-678-7895. If you have any questions in the meantime, just let me know.
I hope to hear from you soon.
Cordially,

Products. Businesses take advantage of anything suitable to build customer relations and
stimulate sales. A new customers first order offers a good opportunity to send a letter.

Thank you and welcome!

We were delighted to receive your first order and hope it marks the beginning of a long and satisfying
association with Busby Business Supply.
The enclosed catalog will introduce you to Busbys entire line of office supplies and accessories.
There you will find the best values of quality supplies and accessories at low, low prices.
Every item is offered at a discount. In fact, we guarantee these prices for the full life of the catalog! You
will be amazed to discover that our discount prices on manufacturers national brand products are
usually 15 to 40% below list prices sometimes more!
Watch for our Busby Bargain items that represent the greatest value of all. We believe you will not
find better quality for your money anywhere else. And we ship within one or two days of receiving your
order.
At Busby we guarantee what we sell too. If you are not completely satisfied, return your purchase for
full credit or a refund. You will receive prompt, courteous service.
We are certainly glad that you came to Busby. We all sincerely appreciate your business and look
forward to serving you on a regular basis.
Sincerely,

SECTION C: PRACTICE WRITING BUSINESS LETTERS

TASK SHEET 1:
Fill in the gaps in the following letter. (You need one word in each space):
The next of department heads will on Monday, March 3, 2001, from 9.oo a.m.
until 2.oo p.m. in the Conference Room. Lunch will be in the Executive Dining Room.
An will be mailed on February 20. Please any items to be included to my
secretary by February 14.
I would hearing from you right away if you are unable .
Thank you very much.
TASK SHEET 2:
Translate the following letter into English:
Stimate Domn,
Dorim sa va anuntam ca, in urma cresterii pretului materiilor prime si a cresterii salariilor si
impozitelor, suntem obligate sa ridicam tarifele cu 10%, incepand din Toate preturile
anterioare acestei date se anuleaza.
Dorim insa sa pastram interesul dumneavoastra. Daca gasiti in catalogul nostru un
articol margat cu un punct rosu, comanda dumneavoastra va fi acceptata in conditiile
precedente. Intr-adevar, cateva stocuri de marfuri cumparate la un pret avantajos sunt inca
disponibile.
Regretand aceasta crestere de pret, va rugam sa primiti intreaga noastra stima.

TASK SHEET 3:
Write down a formal letter to make an appointment between Julia Bucket MD to
Constructive Toys Company and her new western district manager, John Quinn. You
should also arrange for a tour-visit of the new factory and a lunch meeting.

TASK SHEET 4:
Why do people write letters of complaint? Read the letter below and answer the questions
that follow it:
(1) B-dul Dacia 81, 7261 Bucuresti
(2)
City Council
Bdul Elisabeta 18
6145 Bucuresti
Dear Sir or Madam:
Collection of Rubbish (4)
Until very recently, rubbish from our apartment block has been collected regularly every Tuesday. My
neighbors and I have been pleased with the efficiency of the staff concerned.
Over the past three weeks, however, I regret that collection has been late and the staff have left rubbish all
over the street and pavements. On pointing this out to them, I have met with abuse.
I shall be glad if you will take this matter up with the staff concerned and ensure that the situation
improves.
I look forward to hearing from you.
Yours faithfully,
Rhonda Bannister

1. Whose address is this?

2. Whose name and address is this?
3. Why is the sender writing Sir or Madam?
4. Why is there a heading? Is it a good heading?
5/6/7. Which paragraph is about things that:
(a) are happening in the present?
(b) will happen in the future?
(c) have happened in the past?
8. Which are complaining words?
9. Is this a good ending? Can you think at other suitable ways of ending such a letter?
10. IS this a proper complaint letter? Do you think it meets its purpose?

TASK SHEET 5:
Fill in the spaces in the following. (You need one word in each space). Suggest a heading for
each letter of complaint.
Complaint LETTER A
________ week I placed an ____________ order for twenty packing cases, 3 x 26. ___________ been
told they _______________ be delivered _______ two days, I was extremely annoyed at having to wait
seven days, ______________ to find the cases I ______________ been sent were the ________ size.
Would you __________ offer an explanation, _________ for the _________ order to be delivered within
the ________ two days, and for the incorrect___________ to be _______ away ________ the same time.
Complaint Reply

__________ to your letter of (date), we apologize for the ________ and have spoken to the
________ department __________ this. ____________ your order was _________ with another
in the same area. We have arranged for the correct cases to be ___________ to you tomorrow
between 10-11 a.m., when the incorrect order will be __________ up.
Please ________ our _________ apologies ___________ any ________ caused.
Complaint LETTER B
_________ to our recent telephone __________, we are writing to __________ our
dissatisfaction at the ____________ in which you, as a wholesaler, have of late ___________ our
business.
Firstly, our order for one dozen of roof racks was six weeks late, and _____________, eight of
them are _________, being without the straps.
Having ________ our ______ waiting for so long, we _______ you can _______ a _______
explanation, otherwise we shall have to consider _________ our trading relations with you.
We look forward to ________ ________ ________ __________ ________ ________ _______
Complaint Reply
We thank you for ______ letter ______ the roof racks and have today _________ for the ___________
straps to be __________ to you _________ Express delivery.
Unfortunately, a fire occurred at our warehouse and this has _________ numerous problems, _______
both production and deliveries. We _______ your custom and hope that these recent _________ have not
_______ our______ relationship. We are _________ these problems are now a ______ of the _________.
Please do not _____ to ______ us _____ you _________ any further _______ or _____________.

TASK SHEET 6:
Translate the following letter of complaint into English:
Andersen High Fidelity
Copenhaga, Danemarca

Paris, 30 martie 2000

Stimate Domn,
Acum un an si jumatate, am cumparat o combina stereo Andersen dintr-un magazin specializat din Paris.
Cu regret va informez ca aceasta combina specializata nu a functionat niciodata bine. Am dus-o de mai
multe ori la magazin, si totusi nu mi-a dat satisfactie. De fiecare data cand am recuperat-o, altceva nu
functiona bine.
Am cumparat aceasta combina deoarece compania dumneavoastra are reputatia de a produce
echipamente de foarte buna calitate. Va puteti imagina deceptia si frustrarea mea cand am inteles ca nu
va functiona niciodata asa cum as fi dorit, in ciuda faptului ca am reparat-o de mai multe ori.
Va scriu pentru a va cere o noua combina in schimbul celei pe care am cumparat-o, si care ma tem ca
niciodata nu va functiona correct.
Asteptand sa primesc in curand vesti de la dumneavoastra, va rog sa primiti intreaga mea stima.
Pierre Duval

TASK SHEET 7:
Write a letter of complaint about a defective PC you purchased for your company. In reply,
imagine the letter you are going to receive from the shop-assistant.
Try to use the expressions below for making and responding to complaints.
PC Purchaser
Stating the situation
Last week I bought
This PC
Ive had this PC

Shop Assistant
Apologizing
I an really sorry to hear that
I do apologize

Stating problem or complaint

I am afraid I have got a complain to make
I am very disappointed that
The problem is that

Asking for clarification

Could you tell me
I wonder if you could show me
Could you explain to me

Stating the response you expect

I should like you to
To put the matter right, I want you to
I need you to

Justifying
You see,
I need to explain that
You must understand that

TASK SHEET 8:
Fill in the spaces in the following. (You need one word in each space):
Reminder
It __________ from our records, that your above ________ dated the 14th December has been overlooked
for ____________.
As _________ are the 20th of the month ______ delivery, we would ____________ settlement
____________ your early ______________.
Second Reminder
________ to our letter of 12 th February, we _______ that the _______ account remains _________.
Should you have __________ the account within the last few days, kindly __________ this reminder,
___________ we must ask for an __________ remittance.
Final Reminder
__________ to our two _________ reminders, we note the above account ________ unpaid, and _______
we receive _______ by ________ of post, we shall have no ________ but to ____________ the _______
to out legal department.
An Overdue Account
Thank for your letter _______ 10 th May. We are quite _______ that ___________ in the fur trade is rather
_______ at the moment, and that you are _________ particular difficulties ________ to your recent fire.
To __________ with the problem of your __________ account, we can ___________ you the _________
concessions:
1. We will _______ a part ________ of 50% for invoices _________ to 1 st September.
2. Your ________ limit for the balance, and for goods _________ after 1 st September, will be
______ for a __________ three months.
We _______ ask you to ______ that these __________ are exceptional, and that we shall have to ask you
for settlement in _______ in three months time. You will appreciate we cannot supply you with further
orders __________ these balances have been ____________ .

TASK SHEET 9:
Translate the following letter into English:
Hotel Continental
Roma
Paris, 15 august 2000
Stimate domn,
As dori sa rezerv o camera dubla cu baie pentru data de 25 iulie. Vom sosi in jur de ora 15
dupa-amiaza si intentionam sa ramanem trei sau patru zile.
Multumindu-va anticipat, va rog sa primiti expresia sentimentelor mele alese.
Alain Riblet
TASK SHEET 10:
Read the following letter and try to figure out its purpose. Would you call this junk-mail?
Dear Ms. Collins,
Why should you not have a powerful vocabulary like other successful people?
A lot of people are discovering that word power and earning power go hand in hand. And we have just
that thing to help you build a dynamic vocabulary virtually overnight a self-study course from the
publishers of the best-selling handbook Vocabulary Unlimited. We would like to give you this amazing
book absolutely free. All you have to do is initial the enclosed postage-paid card and drop it in the nearest
mailbox.
Along with your free book, I would like to give you a 15-day trial examination of our vocabulary-building
self-study course developed especially for people like you.
Each month for a year, you will receive a self-study lesson to complete in the convenience of your own
house. It starts with basic fundamentals and, with each lesson, shows you a simple way to increase the
size of your vocabulary just overnight.
There is no obligation to continue if you are not completely satisfied with the first lesson of your
self-study course. At the end of 15 days, you may return the lesson and not owe a cent. Or you may
continue at the low rate of only $5.50 a month plus a small charge for postage and handling. The book
Vocabulary Unlimited is yours to keep free in any case.
If you want to develop your word power, mail the enclosed card today. I guarantee you will be glad you
did.
Cordially,

GRAMMAR SECTION: THE PASSIVE

Active

Someone stole his wallet.

Terrorists have kidnapped them.

Passive

His wallet was stolen.

They have been kidnapped by terrorists.

In forming the passive, the object of the active sentence ( wallet, them ) becomes the
subject of the passive sentence.
The passive is formed with be + past participle. It can be in any tense: past, present or
future.

Simple
Present
Present perfect
Past
Past perfect
Future
Present infinitive
Past infinitive
-ing form

is built
has been built
was built
had been built
will be built
be built
have been built
being built

Continuous
is being built
was being built
-

These days, most houses are built of concrete.

Their house isnt finished yet. It s still being built.
This where the new airport will be built.
In my opinion, the school shouldnt have been built so near the main road.

* Notice that the continuous form is normally only used in the present and past tenses.

Using the passive

We often use the passive when we are interested in what happened rather than who did
the action:
-

His wallet was stolen. (we dont know who stole it)
Shes just been given a new job. (obviously, by her employers)
The airport will be finished next spring. (it isnt important who finishes it)

We also use the passive in order to keep the same subject over several sentences:
-

I had a terrible time crossing the border. First I had to wait for two hours, and
then I was interrogated for an hour by the secret police.
(Im talking about my experiences, so I want to keep I as the subject)

Notice that the passive is especially common in scientific writing, especially in

describing processes:
-

o
First the metal is heated to a temperature of 500 , then it is poured into a large
container

The passive with get

In conversational English, we often use the passive with get instead of be, especially
with particular verbs describing accidental events, e.g.:
get lost
get stuck

get killed
get mugged

get stolen
get caught

Take a map, in case you get lost.

He tried to cheat the tax office, but he got caught.

The passive is also commonly used with get to talk about things that happen often or
repeatedly:
-

She often gets invited to read her poetry, but she doesnt always get paid.

The have passive

Active
Passive
Have passive

They are repairing her car.

Her car is being repaired.
She s having her car repaired.

Active
Passive
Have passive

Someone stole my bike.

My bike was stolen
I had my bike stolen.

The have passive is formed with have ( + object ) + past participle. Like the normal
passive, it can be in any tense;
-

The have passive can be used:

-

Present simple: I usually have my hair cut on Saturday.

Going to: Hes going to have his eyes tested.
Present perfect: Help! Ive just had my handbag snatched.
Past continuous: When I walked in, he was having his back massaged.
-ing form: I hate having my photograph taken.
for things that you arrange to happen (have your eyes tested, have your
photograph taken, have your house painted)
for things that happen to you without you intending them (have your face
slapped, have your car stolen, have your house broken into)

Notice the difference between the have passive and the Present perfect tense:
-

Ive cut my hair. (Present perfect = Ive done it myself)

I usually have my hair cut at Tonis. (have passive = I usually get them to
do it)

Passive reporting verbs

He is
They are

known
believed
said
thought
assumed
reported

work for the Mafia.

to be living in
Chicago.
have robbed a
bank.

He is thought to be means the same as People think he is Compare:

People think he works for the Mafia.
It is thought that he works for the Mafia.
He is thought to work for the Mafia.

Passive reporting verbs are especially common in more formal written English
(e.g. newspaper reports). In conversational English, active forms are more usual:
-

They say he robbed a bank.

Everyone knows hes living in Chicago.

Using and not mentioning the agent

1. Change of focus the passive can change the emphasis of a sentence:
- Robert won the prize. (focus on Robert)
- The prize was won by Robert. (focus on the prize)
2. Unknown agent the agent is not mentioned if unknown:
- My wallet has been stolen.
( In this case, there is no point in adding an agent: by somebody )
3. Generalised agent if the subject is people in general or you, the agent is not
mentioned.
- Bicycles are widely used in the city instead of public transport.
4. Obvious agent if the agent is obvious or has already been mentioned, it is not
mentioned.
- Alex has been arrested! ( we assume by the police )
- The company agreed to our request and a new car-park was opened.
5. Unimportant agent if the agent is not important to the meaning of the sentence it is not
mentioned.
- I was advised to obtain a visa in advance.
6. Impersonality using the passive is a way of avoiding the naming of a specific person
who is responsible for an action:
- It has been decided to reduce all salaries by 25%.
In descriptions of processes, there is emphasis on the actions performed rather than on the
people who perform them.
- Then the packets are packed into boxes of twenty four.

Verbs with prepositions

1. Ending a sentence with a preposition it is possible to end a sentence with a
preposition in a sentence where a prepositional verb is made passive:
- Someone broke into our house.
- Our house was broken into.
2. BY and WITH
With is used after participles such as filled, packed, crowded, crammed.
- The train was packed with commuters.
The difference between by and with may involve the presence of a person:
- Dave was hit by a branch. (an accident)
- Dave was hit with a branch. (a person hit him with one)
3. Make is followed by to when used in the passive:
- My boss made me work hard.
- I was made to work hard by my boss.
4. Cover and verbs which involve similar ideas, such as surround, decorate can use with or
by. Cover can also be followed by in.

EXERCISE 1:
Here is a formal notice that Ms. Paula Johnson received from her bank. Fill in the gaps with the
appropriate passive form of the verbs in the brackets. Why is the passive used rather than the
active?
Dear Ms. Paula Johnson;
Re: Account No. 14500 254 900

Balance: 850 debit

Credit limit: 712

It is with regret that we now give you formal notice that your account (close). Your credit limit
(exceed) by over 100. Customers (ask) to apply in writing if they wish their credit
(extend), and this (not do). You (warn) last week that this would be the
result. In accordance with our internal policy, a copy of which (already, send) to you, the whole
of the balance is payable with immediate effect.
You (require) to return to us your credit card, but before doing so it should be cut in half for
security purpose.
A pre-addressed and pre-paid envelope (enclose).

EXERCISE 2:
Rewrite the following sentences in the passive. One sentence cannot be changed:
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.

You insert the paper into the printer with the smoother side facing up.
The MD from the head office in Paris briefed the staff about company reorganization.
The new company secretary has made a serious error and should be given the sack.
We are going to update all the office equipment next year.
Someone must attend to the matter.
I taught myself to use a computer.
the local inhabitants on a remote island in the Atlantic made this pottery.
A computer marks the exam papers.
They say our company is on the verge of bankruptcy.
The college authorities awarded every student a certificate on completion of the course.

EXERCISE 3:
Put these sentences into the passive (leaving out someone, they, we):
e.g.: Someone might steal the car. The car might be stolen.
1.
2.
3.
4.
5.
6.
7.
8.

Someone will clean the room.

They had to cut down that tree.
Someone should tell Ellen what happened.
They are going to build a new hospital.
We can solve the problem.
someone has to finish the job.
They may send the man to prison.
We must do something now.

EXERCISE 4:
Complete the sentences using the passive perfect infinitive:
e.g.: Why doesnt Jessica know about the meeting? She should have been told (tell) ages ago.
Karen is late this evening. She might (delay) at work.
Why is all this rubbish still here? It ought to (throw away) yesterday.
The sweater I wanted to buy isnt in the shop window any more. It must (sell).
It was lucky that you didnt fall off the ladder. You might (kill).
5. You shouldnt have left all the money in your hotel room. It could (steal).
1.
2.
3.
4.

EXERCISE 5:
Put these sentences into the passive, as in the example.
e.g.: I dont like people shouting at me. I dont like being shouted at.
1.
2.
3.
4.
5.

I dont like people staring at me.

I cant stand people telling me what to do.
I dont like people interrupting me.
I dislike people making jokes about me.
I enjoy people praising me.

Are these things true for you?

EXERCISE 6:
Complete the sentences with by or with:
e.g. My desk is covered with papers.
1.
2.
3.
4.
5.
6.
7.
8.

These photos were taken ______ a very cheap camera.

These photos were taken ______ my sister.
The cake was made ________ dried fruit.
The cake was made ________ my aunt.
The garage was painted ______ a new kind of paint.
The garage was painted ______ a friend of mine.
The safe was blown open _______ the robbers.
The safe was blown open _______ dynamite.

EXERCISE 7:
Complete the sentences using the correct form of having something done:
e.g. I havent had my central heating serviced (my central heating/ service) since last autumn.
1.
2.
3.
4.
5.
6.

Are you going to _________________ (these shoes/ repair) or shall I throw them away?
My neighbors are _____________ (an extension/ build) onto their house at the moment.
I must _______________________ (my glasses/ mend). They keep falling off.
Where do you _________________ (your hair/ do)? It always looks very nice.
I __________________ (four new tyres/ fit) on my car last month.
Ive just ____________________________ (my suit/ dry-clean).

EXERCISE 8:
Complete the second sentence so that it has a similar meaning to the first, using the word given.
You must use between two and five words.
1. Last Monday we appointed a new marketing manager.
was
A new last Monday.
2. Heavyland Ltd is supplying our company with office furniture.
supplied
Our company .. by Heavyland Ltd.
3. William the Conqueror built the castle in the 11th century.
by
The castle William the Conqueror in the 11 th century.
4. No decision has yet been made.
decided
Nothing yet.
5. People believe that someone murdered Harrison.
was
It . Murdered.
6. Your hair needs cutting.
get
You ought .. cut.
7. The police were following the suspects.
were
The suspects .. police.
8. No one has seen Alex since the day of the party.
been
Alex . the day of the party.
9. We put up a notice about the trip on the notice board two days ago.
was
A notice . up on the notice board two days ago.
10. People think an apple a day is good for you.
to
An apple a day for you.

EXERCISE 9:
Rewrite each sentence so that it contains a form of have something done. Do not include the agent:
1. A painter painted our house last month.
.
2. The hairdresser is cutting my hair this afternoon.

3. Someone has stolen my leather coat.

.
4. The dentist has taken out all of Michaels teeth.
..
5. I havent been to the car-wash for a long time.

6. The men are coming to put in the central heating on Sunday.

..
7. Someone broke Jims nose in a fight.

8. Isnt it time someone fixed our TV set?

9. Karens publishers have just published her new book.

.
10. The police towed away Neils car.

EXERCISE 10:
Rewrite each sentence so that it does not contain the words underlined and so that it
contains a passive form:
1. Someone left the phone off the hook all night.
.
2. The government has announced that petrol prices will rise.
.
3. A burglar broke into Saras house last night.
.
4. People asked me the way to the police station four times.
.
5. The fruit-pickers pick the cherries early in the morning.
.
6. Its time the authorities did something about this problem.

7. You have to fill in an application form.

.
8. They dont know what happened to the car.
.

EXERCISE 11:
Rewrite each sentence in a more formal style so that it contains a passive form of the word
given in capitals:
1. Sorry, but weve lost your letter.

2. The police are grilling Peter down at the station.

.
3. I dont know your name.

4. Youll get a rise in salary after eight months.

.
5. You usually eat this kind of fish with a white sauce.
.
6. They stopped playing the match after an hour.
.
7. They took Cooper to court for dangerous driving.

8. You go in the cathedral from the south door.

.
9. Theyve stopped traffic from using the center.

10. They have found the remains of an old Roman villa nearby.

EXERCISE 12:
Rewrite each sentence so that it begins with It
1. There has been a suggestion that I should take two weeks holiday.
It .
2. We have agreed to meet again in three days.
It .
3. They have decided to cancel the meeting.
It
4. We didnt think it was such a good idea.
It
5. There is a rumour that the couple are to seek a divorce.
It
6. There was a proposal that a new offer would be made.
It ..
7. There is confirmation of the department bad performance.
It .
8. We decided to try again later.
It ..

MISLAY
QUESTION
INTRODUCE
RAISE
SERVE
ABANDON
PROSECUTE
ENTER
BAN
DISCOVER

EXERCISE 13:
Rewrite each sentence so that it ends with the word underlined:
1. Ellen was well provided for in her husbands will.

2. We are dealing with your complaint.

3. Someone had pampered with the lock of the front door.

.
4. Another company has taken over our company.
..
5. I must insist that you keep to the rules.
..
6. The youngest complained that people were picking on him.
.
7. We are looking into this allegation.

8. We dont know how they disposed of the body.

.
9. We have not accounted for all the missing luggage.
..
10. We will frown upon any attempts to cheat in the exam.
..

EXERCISE 14:
Decide in each sentence whether only one or both verbs underlined are suitable:
1. Alice had/ got her handbag snatched.
2. Unfortunately, my uncle was/ got killed in the war.
3. I work slowly, but I have/ get my jobs done in the end.
4. I must have/ get these trousers altered.
5. It took all day, but I eventually had/ got the TV set repaired.
6. Several people were/ got left behind when the bus drove off.
7. We have had/ got all our money stolen, so we needed help.
8. Patricia had/ got her house painted last year as usual.
9. Why dont you have/ get the cooker seen to?
10. Patrick was/ got injured after he had been playing for only five minutes.